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Manager of Operations
Requisition Code:19:05
Pay Range$6,849/mo-$8287/mo
Date Posted1/28/2019
Application DeadlineOpen Until Filled
  
Job Description
SUMMARY

A position within Operations which directly supports, coordinates, and administers various activities for the Operations Department to support C-TRAN’s vision, mission and strategic priorities. Supports Operations staff, including direct reports, Operators, Managers, and Chief Operations Officer. Demonstrates safety and customer service as core values through all actions and decisions.

Work hours and days off may vary depending on the needs of the agency.

SCOPE OF RESPONSIBILITY

The incumbent is responsible for and supervises all activities related to the functions specific to management of the Operations Department. Monitors all applicable sub-departments associated with said department and any as-needed operational requirements.

ESSENTIAL FUNCTIONS

The following summarizes the essential or key responsibilities/attributes of the position the incumbent will be required to perform with or without reasonable accommodation:

Supervision
Provides guidance and direction to staff, including Operators, Dispatch, Field, and Relief Supervisors, and Operation Analysts. Provides clarification, training, and education for new or revised policies and procedures. Coordinates the training of new supervisors. Oversees the planning, organizing, and managing of assigned responsibilities for each staff member.

Operations Management
Oversees the day-to-day operation services, ensuring transportation is efficient and effective and mitigates strategies for service disruptions such as adverse weather, or special events.

Ensures the efficiency and compliance for all deliverable and key performance indicators set for staff. Helps develop strategies for improving on-time performance.

Monitors and provides general guidance for electronic systems used throughout the Operations Department. Evaluates, reviews, and adjusts configurations as necessary to maintain system functionality. Monitors timekeeping and payroll labor compliance. Develops monthly reports.

Customer Service
Processes and monitors customer comments. Provides guidance and direction for investigations conducted by supervisors. Makes final determinations regarding customer comments following guidelines set forth in policies, rules, regulations, and standard operating procedures.

Monitors customer comments for trends by running monthly reports and makes recommendations for training and to improve the customer experience. Works closely with customer service staff to coordinate and improve customer comment processing. Evaluates opportunities to mentor and commend staff performance, including operators and the supervisory team. Understands and demonstrates the core values of safety, leadership, and customer service.

Communications
Communicates with other department managers, internal customers, and department heads for congruence and systematic rollout of initiatives. Communicates federal, state, and local law compliance for transportation safety. Coordinates the posting of informational reroute posters for planned and unplanned detours.

Coordinates operations with associated agencies, including other private and public transportation providers.

Ensures timely communication of customer service issues with necessary departments throughout the organization; assists Operation Supervisors in the supervision of Operators and in notifying of policies and procedures.

Monitors performance for operations and administrative adherence, ensuring that staff complies with union contracts, municipal regulations, and safety protocol(s).

Monitors vehicle maintenance status, fare compliance, and road safety observations.

SUPERVISORY RESPONSIBILITIES

Directly supervises one or more employees.

Prepares budget and reviews trends.

Applies supervisory responsibilities according to organizational policies and applicable laws.

Interviews, hires, and trains employees; plans, schedules, timesheets, bids/vacations, assigns, and directs work; sets goals for the staff; evaluates and manages employee performance; addresses complaints and resolves employee issues.

Works closely with supervisory team to monitor field performance of Operators.

Participates in the Operator Continuous Improvement Team.

Works closely with the Training Department to develop and improve training modules.

OTHER FUNCTIONS

Assists the Chief Operations Officer as needed.

Makes recommendations regarding ways to improve customer service and satisfaction.

Participates in labor relations.

Ensures compliance with mandated transportation regulations.

Performs other duties as assigned.


KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

English grammar and usage, vocabulary, spelling, and punctuation.

Arithmetic computations involving algebra and statistics.

Advanced experience with Microsoft Office Suite, and other computer applications relative to areas of responsibility.

Principles, practices, and problems of administration and planning.

Data processing techniques.

Skills:

Supervision of employees either as direct reports or as a leader of a team.
Research for gathering and compiling data and statistics.

Business communications techniques.

Ability to:

Direct and coordinate all activities of performance and regulatory metrics.

Make oral or written presentations before Executive Committee(s), employees, etc.

Coordinate and administer projects within budget constraints.

Speak effectively and secure the cooperation of others in a joint course of action.

Make decisions and problem solve.

Maintain a high degree of confidentiality and discretion.

Research, compile, and analyze complex data and form sound conclusions.

Recognize internal and external risk factors and develop effective solutions.

Understand, interpret, and apply labor contracts, laws, and regulations.

Prepare narrative and statistical reports.

Collaborate and interact effectively with all levels of internal or external customers.

Train teams in diverse roles with varying degrees and levels of experience.

Optimize time and efficiency while managing multiple priorities.


EDUCATION AND EXPERIENCE

Bachelor’s degree from an accredited four (4) year college or university is preferred.

Requires minimum five (5) to seven (7) years’ of progressively responsible supervisory experience sufficient to demonstrate complete competency and knowledge of the principles of operations management and modern supervisory practices.

Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.

Public sector management experience preferred.

ADDITIONAL REQUIREMENTS

Regular, dependable attendance is required.

A valid driver’s license from state of residence and a good driving record. The ability to obtain or currently possess at Commercial Driver’s License (CDL) preferred.

Must be able to comply with C-TRAN’s nonsmoking policy and function in a nonsmoking work environment.

Must maintain a physical condition, which, either with or without accommodation, allows completion of all essential duties.

If selected for the position, documentation that you are a United States citizen or an alien lawfully authorized to work in the United States will be required to establish your identity and work authorization in accordance with the employer’s obligation under the Immigration Reform and Control Act of 1986.

If selected for this position, employment will be conditional pending completion of a criminal background investigation.
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The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive list of work requirements. Individuals may perform other duties as assigned, including work in other functional areas to cover absences or relief, to equalize peak work periods, or to otherwise balance the workload.